Chapter 1 Achieving Success Through Effective Business Communication
1) Communication is the process of
A) transferring information and meaning.
B) listening actively.
C) writing messages.
D) none of the above.
Answer: A
Explanation: A) Communication is a two-way process that begins with the sender and ends when the receiver acquires information and meaning.
Diff: 2 Page Ref: 3
Skill: Concept
Objective: 1
AACSB: Communication Abilities
2) When it comes to communication skills, employers express particular frustration with
A) experienced workers who shun new technologies.
B) recent college graduates who haven't learned how to adapt to a professional environment.
C) employees whose first language is not English.
D) male workers.
Answer: B
Explanation: B) Employers expect employees to speak and write in a professional manner that is clear, direct, and free of slang, jargon, and other inappropriate terms.
Diff: 1 Page Ref: 3
Skill: Concept
Objective: 2
AACSB: Communication Abilities
3) Stakeholders affected by the quality of business communication include
A) customers.
B) employees.
C) suppliers.
D) all of the above.
Answer: D
Explanation: D) Stakeholders include anyone who is impacted by a company in a direct or indirect way. Customers, suppliers, and employees are all stakeholders, as are shareholders, community members, and the wider world.
Diff: 2 Page Ref: 4
Skill: Application
Objective: 1
AACSB: Communication Abilities
4) Which of the following is not a characteristic of effective business messages?
A) They provide practical information.
B) They present the writer's opinions as facts.
C) They state precise audience responsibilities.
D) They highlight and summarize essential information.
Answer: B
Explanation: B) When stated, opinions should always be identified as opinions, and they should be supported by facts and other forms of evidence.
Diff: 2 Page Ref: 4
Skill: Critical Thinking
Objective: 2
AACSB: Communication Abilities
5) Business communication is often more demanding than social communication because communication on the job is affected by
A) the pervasiveness of technology.
B) the growing reliance on teamwork in business.
C) the globalization of business.
D) all of the above.
Answer: D
Explanation: D) Facility with technology, working collaboratively, and dealing with people from different cultures with different expectations are all factors that make business communication more challenging than social communication.
Diff: 2 Page Ref: 5-7
Skill: Synthesis
Objective: 2
AACSB: Communication Abilities
6) A flatter organizational structure
A) tends to increase the chance of communication breakdowns.
B) helps make communication flow more efficiently.
C) is obsolete now that social networking is so widespread.
D) is helpful for small companies only.
Answer: B
Explanation: B) Tall, hierarchical organizations tend to restrict the free flow of information. Flat organizations avoid information bottlenecks and the isolation of information that can occur when one level holds on to information without passing it on to other levels.
Diff: 3 Page Ref: 7
Skill: Concept
Objective: 3
AACSB: Communication Abilities
7) In which of the following organizational structures do employees report to two managers at the same time?
A) Virtual organization
B) Matrix structure
C) Network structure
D) None of the above
Answer: B
Explanation: B) In a matrix structure, a single employee can have a department boss as well as a project manager to report to. The employee's overall boss would typically be the department boss, but in a matrix structure the person would also report directly to the head of his or her project team. In this case, the employee would have allegiance to both superiors.
Diff: 2 Page Ref: 7
Skill: Concept
Objective: 2
AACSB: Communication Abilities
8) The term corporate culture refers to
A) the number of organizational levels within a corporation.
B) the extent to which corporations dominate a particular culture.
C) the mixture of values, traditions, and habits that give a company its atmosphere and personality.
D) a company's sponsorship of events such as concerts and plays.
Answer: C
Explanation: C) Each corporation has a different culture that reflects its own particular history and style. Corporate culture is often hard to define, but veteran employees are almost always well aware of the do's and don'ts of their corporate culture. For example, in one company joking around with the boss may be encouraged, while a different company that kind of behavior could get a person fired.
Diff: 1 Page Ref: 7
Skill: Concept
Objective: 2
AACSB: Communication Abilities
9) An example of downward communication is
A) a junior staff person giving information to a staff supervisor.
B) a sales manager giving instructions to a salesperson.
C) an email message about sick leave from one staff secretary to another.
D) a company briefing held on the organization's top floor.
Answer: B
Explanation: B) Downward refers to communication that comes from a superior to a person in a lower level or position.
Diff: 1 Page Ref: 8
Skill: Application
Objective: 1
AACSB: Communication Abilities
10) An example of horizontal communication is
A) a junior staff person giving information to a staff supervisor.
B) a company briefing held on the organization's ground floor.
C) an email message about sick leave sent from one department secretary to a secretary in a different department.
D) all of the above.
Answer: C
Explanation: C) This is an example of horizontal communication because it is being transmitted between two people who are employed on the same level of the company hierarchy.
Diff: 1 Page Ref: 8
Skill: Application
Objective: 2
AACSB: Communication Abilities
11) Every organization has
A) an intranet.
B) an extranet.
C) an informal communication network.
D) a tall communication structure.
Answer: C
Explanation: C) The informal communication network is located wherever workers congregate, which could be hallways, drinking fountains, or lunchrooms. Informal communication also takes place on telephones and through email and social networks.
Diff: 2 Page Ref: 8
Skill: Concept
Objective: 2
AACSB: Communication Abilities
12) In most organizations, the rumor mill tends to be particularly active when
A) employees are satisfied with their jobs.
B) formal communication channels are working efficiently.
C) employees are wasting company time.
D) the formal communication network is not providing the information employees want.
Answer: D
Explanation: D) Rumors tend to fly when more official lines of communication break down or are inadquate for some reason. So when employees want to know more, they tend to speculate among themselves. This feeds fuel into the rumor mill, which tends to operate at high levels during conditions of transition or crisis.
Diff: 2 Page Ref: 8
Skill: Synthesis
Objective: 2
AACSB: Communication Abilities
13) ______communication flows between departments to help employees share information, coordinate tasks, and solve complex problems.
A) Upward
B) Downward
C) Horizontal
D) Diagonal
Answer: C
Explanation: C) Horizontal communication occurs between employees who are roughly on the same level. Vertical communication, on the other hand, occurs between employees in different hierarchical levels.
Diff: 1 Page Ref: 8
Skill: Concept
Objective: 2
AACSB: Communication Abilities
14) Generally speaking, limitations of the formal communication network
A) discourage employees from taking advantage of social media.
B) have not affected the popularity of social media in the business environment.
C) have helped to spur the growth of social media in the business environment.
D) do none of the above.
Answer: C
Explanation: C) The more formal, conventional communication networks tend to be inadequate, the more people turn to other forms of communication, with social media currently being popular because of its ease of use and privacy.
Diff: 3 Page Ref: 8
Skill: Synthesis
Objective: 2
AACSB: Communication Abilities, Use of IT
15) To make your communication more effective,
A) clearly address your audience's wants and needs-not yours.
B) include as much information as possible, even if you're not sure it's necessary.
C) send the same messages by multiple channels.
D) do all of the above.
Answer: A
Explanation: A) Audiences tend to tune out when they receive "me" messages. To make sure a message is heard and understood, focus it on the other person, not yourself.
Diff: 2 Page Ref: 9
Skill: Concept
Objective: 3
AACSB: Communication Abilities
16) In the first step of the communication process, the sender
A) decides what to say.
B) chooses a communication channel.
C) has an idea.
D) chooses a communication medium.
Answer: C
Explanation: C) Communication begins with an idea that a person wants to convey to someone else. The idea exists purely as a thought and is not necessarily encoded in any form, written or spoken.
Diff: 1 Page Ref: 10
Skill: Concept
Objective: 2
AACSB: Communication Abilities
17) The final step in the communication process is
A) receiving the message.
B) sending the message.
C) giving feedback to the sender.
D) interpreting the message.
Answer: C
Explanation: C) Feedback is information that conveys the receiver's response to the message. Feedback informs the sender of whether or not the message has been received and how well it has been interpreted.
Diff: 2 Page Ref: 11
Skill: Concept
Objective: 2
AACSB: Communication Abilities
18) Uncomfortable meeting rooms, multitasking, and computer screens filled with popup messages are all examples of
A) problems with feedback.
B) distractions.
C) problems with background differences.
D) overload problems.
Answer: B
Explanation: B) Distractions can be internal or external. An uncomfortable or noisy meeting room is an example of an external distraction. Multitasking, or thinking about extraneous issues when one should be focusing on the issues at hand, is an example of an internal distraction.
Diff: 2 Page Ref: 11
Skill: Application
Objective: 4
AACSB: Communication Abilities
19) Which of the following is not one of the five ways to get the audience to notice your messages?
A) Acknowledge the importance of the situation.
B) Practice empathy.
C) Use words, images, and designs that are familiar.
D) Consider audience expectations.
Answer: A
Explanation: A) Audiences respond well to messages that are empathetic, contain familiar references, and closely match what they are looking for. Stating how important the issue is may be helpful in special situations, but it is not a practice that should be employed in any general capacity.
Diff: 2 Page Ref: 12-13
Skill: Concept
Objective: 3
AACSB: Communication Abilities
20) A manager hears the part of a message that supports his agenda, but doesn't seem to notice evidence that contradicts his point of view. The manager is engaging in
A) discrimination.
B) misreading.
C) selective perception.
D) stereotyping.
Answer: C
Explanation: C) Selective perception occurs when a person hears what he or she "wants to hear." Listeners tend to tune out or fail to notice parts of communication that do not directly support their points of view. When they see or hear only their own point of view, they are engaging in selective perception.
Diff: 2 Page Ref: 13
Skill: Critical Thinking
Objective: 4
AACSB: Communication Abilities
21) In order for audience members to respond appropriately to a business message, they must
A) remember the message.
B) be able to respond to the message.
C) be motivated to respond to the message.
D) do all of the above.
Answer: D
Explanation: D) Once a message is delivered, the audience starts the communication process by understanding the message and recalling what it tried to say. If the audience is able to meet the request made by the sender, he or she may choose to respond. However, in many cases, the audience has heard the message and is able to respond, but it has no reason or motivation to respond. For example, a request for sales data may be ignored if the receiver has no sales data to supply.
Diff: 2 Page Ref: 14
Skill: Concept
Objective: 4
AACSB: Communication Abilities
22) "Business Communication 2.0" refers to
A) high-level correspondence as opposed to routine documents.
B) a new approach to business communication, emphasizing interaction and conversation rather than one-way publication.
C) specialized software that enables professionals to create impressive documents easily and efficiently.
D) none of the above.
Answer: B
Explanation: B) The key to Business Communication 2.0 is two-way communication. A company doesn't just issue information to its audience. Instead, it issues information in some kind of open format, such as a blog, then waits for response from customers, suppliers, and other stakeholders. The company may then respond to this feedback. The actual message has now been authored by everyone who participated in the conversation.
Diff: 1 Page Ref: 16
Skill: Concept
Objective: 1
AACSB: Communication Abilities
23) Whereas Business Communication 1.0 tends to emphasize ______, Business Communication 2.0 focuses more on ______.
A) discussion, lecture
B) collaboration, isolation
C) control, influence
D) permission, intrusion
Answer: C
Explanation: C) Business Communication 2.0 recognizes that few audience members like to be dictated to with iron-clad pronouncements. Business Communication 2.0 instead tries to influence the audience by allowing the audience to interact in the content of the message itself. When compared to Business Communication 1.0, control is lost in Business Communication 2.0, but credibility and persuasiveness are usually gained.
Diff: 3 Page Ref: 16
Skill: Concept
Objective: 1
AACSB: Communication Abilities
24) Most companies that embrace Business Communication 2.0
A) completely abandon the traditional approach to communication.
B) will eventually return to a 1.0 approach, since the technology turns out to be too complicated for most employees.
C) adopt a hybrid approach to communication, in which some messages follow the traditional model and others follow the 2.0 approach.
D) do none of the above.
Answer: C
Explanation: C) Purely informational, no-nonsense communications still often work best with a Business Communication 1.0 approach. Companies use the Business Communication 2.0 when stakes are higher and they are trying to lay claim to new territory or persuade the audience to look at a situation in a new way.
Diff: 2 Page Ref: 16
Skill: Synthesis
Objective: 1
AACSB: Communication Abilities
25) One major difference between the 1.0 and 2.0 approaches to business communication is that in the 2.0 approach audiences are encouraged to be
A) active participants in the communication.
B) compliant listeners.
C) passive recipients of the information the sender shares.
D) any of the above.
Answer: A
Explanation: A) Business Communication 2.0 stresses interaction between company levels. For example, Business Communication 2.0 may solicit feedback for a product while it is still being designed, something that would never occur in a Business Communication 1.0 environment.
Diff: 2 Page Ref: 16
Skill: Concept
Objective: 1
AACSB: Communication Abilities
26) Which of the following is an example of Business Communication 2.0 in action?
A) A manager sends out weekly newsletters to employees.
B) An electronics store invites customers to submit YouTube videos showing how to install home theater systems.
C) An advertising firm creates a television commercial for a local automobile dealer.
D) All of the above are examples of Business Communication 2.0.
Answer: B
Explanation: B) Inviting customers to submit how-to videos accomplishes several things. It helps new users by providing useful information. It also encourages existing customers to feel that they play an important role in the development of the product. This sense of ownership tends to turn them into loyal customers.
Diff: 2 Page Ref: 16
Skill: Critical Thinking
Objective: 1
AACSB: Communication Abilities
27) Information technology addiction is
A) a real problem that can lead to serious psychological problems.
B) a false condition concocted by workers who fear technology and its capabilities.
C) a condition that affects only those who work in high-tech jobs.
D) none of the above.
Answer: A
Explanation: A) Though it would seem like managers would approve of employees who are obsessed with staying connected, information technology addiction can get out of hand. In the event that a worker seems overly involved with technology, managers should strongly advise obtaining professional help.
Diff: 2 Page Ref: 22
Skill: Concept
Objective: 5
AACSB: Communication Abilities, Use of IT
28) The "information technology paradox" refers to
A) widespread confusion over how to utilize email and IM.
B) the idea that technology has cut down interpersonal communication in business.
C) the idea that information tools (such as email) can waste as much time as they save.
D) none of the above.
Answer: C
Explanation: C) A good example of the paradox involves the overuse of email. Rather than function as an aid to efficiency, too many email correspondences can force workers into spending a significant part of their day simply keeping up with electronic correspondence.
Diff: 3 Page Ref: 22
Skill: Concept
Objective: 5
AACSB: Communication Abilities, Use of IT
29) Which of the following is the best solution to technology-related problems such as inappropriate use of the web and social media in the workplace?
A) Forbidding employees to use the web while they are in the office
B) Requiring employees to turn off their smartphones when they arrive for work
C) Developing clear policies that are evenly enforced
D) Rewarding employees who call your attention to those who are using these technologies inappropriately
Answer: C
Explanation: C) Clear rules and policies avoid misunderstandings and hard feelings. When setting guidelines, remember to be reasonable. Sending emails to schedule a daughter's softball game is acceptable. Shopping online for a new garden hose, on the other hand, should be considered unacceptable.
Diff: 2 Page Ref: 22
Skill: Critical Thinking
Objective: 4
AACSB: Communication Abilities, Use of IT
30) The accepted principles of conduct that govern behavior within a society are known as
A) laws.
B) social guidelines.
C) ethics.
D) none of the above.
Answer: C
Explanation: C) Ethical behavior goes beyond the question of legal or illegal. It may be legal to appropriate the idea of a colleague as your own, but it is not ethical.
Diff: 2 Page Ref: 23
Skill: Concept
Objective: 3
AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities
31) Which of the following is not a characteristic of ethical communication?
A) It includes all relevant information.
B) It is designed to hide some negative information.
C) It is true in every sense.
D) It is not deceptive in any way.
Answer: B
Explanation: B) Concealing information that could be critical to making a judgment is unethical. It is essentially a form of lying because by not revealing important information the speaker is preventing the truth from being expressed and understood.
Diff: 2 Page Ref: 23
Skill: Critical Thinking
Objective: 6
AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities
32) All of the following are examples of unethical communication except
A) using jargon.
B) selective misquoting.